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Introduction Key Learning Outcomes Training Methodology Who Should Attend? Outline

Introduction

Issues and incidents are unavoidable in complex operational environments. What distinguishes resilient organisations is not the absence of problems, but the speed, clarity, and professionalism with which they are identified, escalated, and resolved. Uncertainty around classification, escalation thresholds, and documentation often delays action and increases operational, compliance, and reputational exposure.

The Issue, Incident and Escalation Management Course strengthens disciplined response capability for professionals responsible for operational continuity and service outcomes. It focuses on early detection, correct classification, timely escalation, structured communication, evidence handling, corrective action, and organisational learning. The course builds confidence to respond calmly under pressure while meeting governance and oversight expectations.

Key focus areas include:

Distinguishing issues, incidents, near misses, and breaches
Taking immediate action while preserving governance integrity
Escalating with clarity, evidence, and appropriate urgency
Closing incidents effectively and preventing recurrence

Key Learning Outcomes

At the end of this Issue, Incident and Escalation Management training course, participants will be able to:

Analyse and classify issues, incidents, near misses, and breaches accurately
Apply correct immediate response actions aligned with governance expectations
Escalate incidents using clear, evidence-based communication
Lead corrective actions through to verification and closure
Strengthen documentation discipline during high-pressure situations
Reduce recurring incidents through structured learning and prevention

Training Methodology

This Issue, Incident and Escalation Management training course uses realistic incident simulations, response drills, and structured role-play to build confidence under pressure. Participants work with practical templates, case reviews, and application planning to ensure escalation judgement, documentation, and corrective action skills transfer directly to their operating environment.

Who Should Attend?

This Issue, Incident and Escalation Management training course is ideal for:

Managers responsible for operational continuity or service outcomes
Professionals handling escalations, complaints, or failures
Team leaders operating in high-impact or high-scrutiny environments
Managers accountable for corrective actions and prevention
Supervisors leading teams experiencing recurring issues
Professionals involved in incident reporting or escalation processes

Course Outline

Day 1

Issue vs incident vs breach: definitions that matter
Early warning signals and near-miss discipline
Manager roles in initial response
Containment vs continuation decisions
Build your incident response checklist

Day 2

Classification: severity, impact and escalation thresholds
Immediate actions: safety, service continuity, evidence preservation
Roles and responsibilities during incidents
Communication basics: who needs to know what and when
Workshop: classify and respond to incident scenarios

Day 3

Escalation: clarity, urgency and evidence-based reporting
Writing an escalation brief that leaders can act on
Managing stakeholders: operations, assurance, HR, compliance
Maintaining team stability under pressure
Role-play: escalation conversation and update briefing

Day 4

Investigation basics: facts, timelines, and documentation discipline
Root cause analysis: avoiding superficial fixes
Corrective actions: owners, deadlines, verification
Closing incidents properly and preventing drift
Build a corrective action plan for a case

Day 5

Learning and prevention: turning incidents into system improvements
Monitoring repeat issues and control weaknesses
Embedding incident readiness into team routines
Your incident prevention plan for the next 60 days
Commitments and workplace transfer plan

International Standards & Professional Alignment

Our training courses are aligned with internationally recognised professional standards and frameworks across leadership, strategy, finance, governance, risk, compliance, and audit. By integrating globally trusted models, we ensure learners develop practical, relevant, and industry-recognised capabilities.

Our trainings draw on leading international standards and professional frameworks, including ISO, ISACA, COSO, OECD, IIA, FATF, Basel, IFRS/ISSB, GRI, NIST, CPD, ILM and the OECD AI Principles. This alignment ensures consistency with global best practices across financial management, risk oversight, digital governance, sustainability, and strategic decision-making..

Designed in alignment with globally recognised professional bodies, our courses support continuous professional development, strengthen organisational capability, and provide clear pathways toward professional certifications valued worldwide.